Live Services Support Manager

• Track log and correct information to protect assets and components.
• Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Maintain a high level of customer service and have the confidence to deal with complex complaints.
• Use empathy to satisfy customer demands.
• Own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Investigate problems in systems processes and services with an understanding of the level of a problem (for example strategic tactical or operational).
• Contribute to the implementation of remedies and preventative measures.
• Take inputs and establish coherent frameworks that work.
• Produce relevant reports in a standard format and agreed time-frame.
• Add a commentary that provides an interpretation of the data set.
• Show an awareness of the relevant subject matter and a high-level understanding of what it involves.
• Identify and engage with users or stakeholders to collate user needs evidence.
• Understand and define research that fits user needs.
• Use quantitative and qualitative data about users to turn user focus into outcomes.
• Be the first point of escalation for others on the support desk and help to resolve issues as they arise.

Success Profile

Success profiles are specific to each job and they include the mix of experience skills and behaviours candidates will be assessed on.

Experience:

• Demonstrated success at delivering services and exhibiting strong technical ability and background to assist service users and partners.
• Monitoring inbound support queries from services user and members of the public supporting other service analysts in service resolution and being the first point of escalation for difficult support queries.
• Strong experience in supporting developing and mentoring Service Desk Analysts and managing support resources and availability.
• Excellent customer care and communication skills including telephone manner and support by digital and social media.

Experience is assessed at sift along with a more in-depth assessment at interview.

Technical Skills:

This role is aligned to the Service Desk Manager Job Role within the IT Operations Job Family.

You can find out more about the skills required here: Service desk manager - Government Digital and Data Profession Capability Framework

These skills are assessed by technical assessment designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed plus the method of assessment.

Behaviours:

• Communicating and Influencing (Level 3)

• Working Together (Level 3)

  
  

You can find out more about Success Profiles Behaviours here.

Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.

How to apply

Apply online providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the 4 Experience criteria listed in the Success Profile above.

Candidates will have their applications assessed against all Experience criteria.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment this will consist of an interview and DDaT Technical assessment where the behaviours experiences and technical skills outlined in the Success Profile will be assessed.

The sift is scheduled for week commencing 13/04/2026.

Interviews and DDaT Technical assessments are scheduled for week commencing 27/04/2026. However these may be subject to change.

Recruitment Principles

As a government organisation we adhere to theCivil Service Commission RecruitmentPrinciplesand we investigateanycomplaintsreceived in relation to recruitmentcases.

About us

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education health the economy justice housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of theUK Civil Service observing the Civil Service Codeand working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more aboutwhat we offer.

As part of the UK Civil Service we uphold theCivil Service Nationality Rules.

Working pattern

Our standard hours are 35 hours per week we offer flexible working including full-time part-time flexitime and compressed hours depending on the needs of the role.

From October 2025 the Scottish Government will require staff in hybrid-compatible roles to work in-person 40% of the time either in an office or other agreed work location.

If you have specific questions about the role you are applying for please contact .

Security checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS) before they can be appointed. BPSS is comprised of four main pre-employment checks Identity Right to work Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on the UK Government website or read about the different levels of security checks in our Candidate Guide.

DDaT Pay Supplement

This post is part of the Scottish Government Digital Data and Technology (DDAT) profession as a member of the profession you will join the professional development system. This post currently attracts a 5000.00 annual DDAT pay supplement applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded.

Equality Statement

We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information

Find out more about our organisation what we offer staff members and how to apply on our Careers Website.

Read our Candidate Guide for further information on our recruitment and application processes.

Apply before 11:59pm on 12th April 2026.

Contact Name: Jamie Byfield

Contact e-Mail: